Key Skills: Api, AWS, Java, Production Support, Dynatrace, ServiceNow, Splunk, IVR

Roles and Responsibilities:

- Provide L2 production support for contact center applications, triaging incidents and defects impacting internal and external customers.
- Monitor and review incidents using observability and synthetic monitoring tools (e.g., Splunk and Dynatrace) and drive timely resolution.
- Use ServiceNow and related workflows to assign, escalate, track, and close defects and incidents through completion.
- Coordinate production bridge calls during critical failures, including impact assessment and stakeholder updates.
- Support operational readiness activities, including change management coordination and weekend validation support.

Skills Required:

- 3-5 years of relevant experience in application production support,



technical support, monitoring, or contact center technology support.
- ServiceNow for incident/defect management and ITSM workflows.
- API troubleshooting and support for production services.
- Observability tooling experience with Splunk and Dynatrace.
- Production support experience with AWS and Java-based applications.

Valuable to Have:
- IVR (Interactive Voice Response) and contact center call routing exposure.

Education: Bachelor's degree in Computer Application, Computer Engineering, Computer Science, or Computer Science Engineering (or equivalent experience).

📌 Technical Support Senior Analyst (Hyderabad)
🏢 MyCareernet
📍 Hyderabad